Refund policy

Last updated: 6 October 2026

We make every Spotter&Ollie pack, tee, cap and tote with care, and we check each order before it leaves. Please choose carefully: we don't offer refunds or exchanges if you change your mind. If something is faulty, damaged, missing or not what we described, we will fix it.

Nothing in this policy limits your rights under the Australian Consumer Law.

1. Change of mind

We don't accept returns, refunds or exchanges for change of mind. This includes choosing the wrong size, colour or design, finding the product cheaper elsewhere, or no longer needing it. Please check the size guide, product details and age range before you order.

The same applies to items bought at our market stall.

2. Faulty, damaged or incorrect items

Under the Australian Consumer Law, our products come with guarantees that can't be excluded. You're entitled to a remedy if an item:

  • is faulty or damaged (for example, a misprinted or missing sheet, or a tee with a print or stitching defect);
  • is not what we described on our website or at our stall; or
  • is not what you ordered.

Major problems: if the problem is serious, you can choose a full refund or a replacement.

Minor problems: we will replace the item or the missing part, or refund you if we can't.

The following are not faults: cutting, folding, writing on or colouring the pack (that's what it's for!), normal wear and tear, damage from not following the care instructions, or the surprise colour of a mesh bag.

3. Damaged or lost in the post

If your order arrives damaged, or hasn't arrived 14 business days after we post it, please email us. Telling us within 7 days of delivery helps us claim with the carrier, but you keep your rights after that too. We will send a replacement or give you a full refund, including postage.

Please check your delivery address at checkout. If an order is returned to us because the address was wrong or incomplete, we can post it again once you pay the new postage.

4. Pre-orders

Pre-orders are paid now and posted by the date shown on the product page and at checkout.

  • If we can't fulfil your pre-order, we will refund you in full.
  • If we expect a delay, we will email you with the new date and offer a full refund if you'd rather not wait.

5. Made-to-order items

Tees, tote bag, caps, range name tag and Explorer Party Packs are made to order for you, so they can't be cancelled once we've started making them. If a made-to-order item is faulty or not as described, section 2 applies as normal.

6. How to request a refund or replacement

  1. Email hello@spotterandollie.com.au with your order number (or proof of purchase, such as a receipt or bank statement for stall purchases).
  2. Tell us what's wrong, and add a photo if you can. It helps us fix things faster and improve our next print run.
  3. We will reply within 5 business days. In most cases you won't need to send anything back. If we do need the item back, we will send you a prepaid label or pay your reasonable postage to PO Box 1887, SUNNYBANK HILLS, QLD 4109

Please don't post items back without contacting us first.

7. How you get your money back

Approved refunds go back to your original payment method within 5 business days of approval. Your bank may take a few more days to show it. Stall purchases paid in cash are refunded by bank transfer.

8. Contact us

Questions about an order? Email hello@spotterandollie.com.au We're a small Brisbane business, and a real person will reply.